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With Official Company Response

Sears in Wilmington, Delaware - Dishwasher fiasco

On or about August 12, 2012, I purchased a Kenmore Elite Dishwasher at the Sears Store in Concord Mall, Wilmington, Delaware 19803, along with a five year maintenance agreement and installation. On or about August 19, 2012, the dishwasher was delivered and installed. On March 11, 2013, the dishwasher stopped working. A technician came to my home on March 13 and advised that a new pump and motor were necessary. On March 22, 2012, the same technician returned to make the necessary repairs and refused to do so as he indicated that the Corian Countertop that the dishwasher was anchored into was cracked and was probably damaged at the time of the installation I thencontacted installation and made a complaint about the countertop. On March 28, an installation technician came and sealed the cracked Corian and mounted the dishwasher to the cabinet using the side mounts. An additional technician was also scheduled to come that same day to install the new motor and pump between the hours of Noon and 5:00 PM. At 4:45 PM Icontacted Sears at 1 800 4 My Home and was told that the repair technician was still on another job and would call shortly as the above job was next on the schedule. At 5:05 PM, Icontacted the above Sears number again and was told the same thing. At 6:00 PM, Icontacted the same Sears number again, was advised that the technician was not coming as he had called the undersigned at 4 30 PM and got no answer. This is untrue. No one called either the cell or the home phone as I had both on my person and with caller id, every call to and from both numbers is logged with the time , name and number of each and every caller. In any event, after spending over 90 minutes on the telephone and being transferred approximately 10 times, disconnected , put into the automated system, a representative advised that an appointment was scheduled for April 6 to install the parts. Finally a date of April 9 was agreed upon to repair the dishwasher. On this date a technician showed up and refused to complete the repair unless I signed a waiver. I explained to him that the corian had already been fixed and that the dishwasher had been unhooked by the installer who applied an a sealant to the Corian on March 28, 2013. He continued to refuse to complete the repair and departed the residence. Now I am currently scheduled for repair April 17, 2013. This situation is unacceptable. As a long standing customer, since 1992, I find this treatment unfortunate and negligent. The dishwasher in question is seven months old and still under warranty. Due to faulty and improper installation, the dishwasher is not functioning. Sears should remedy this situation immediately. The lack of communication between departments and number of individuals that one has to interact with in an attempt to remedy this situation is shocking. It is obvious that Sears is only concerned about the almighty buck and NOT customer service.I am very dissapointed and will NOT spend my hard earned money there again. They used to have an impeccible reputation but have chosen to go the way of so may other companies. to wit: outsourcing, incompetent help, I do not think Sears will make it though this decade intact unless something drastically changes.. ie customer service
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1 comment
SearsCares
Sears Response
#635753

biqmaque, I'm sorry for any inconvenience and frustration you’ve encountered with your washer. My name is Dianne D. and I’m with the Sears Cares Social Media Support team and we would like to help. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your dishwasher issue and an end to your frustration. Please send the following information – contact #, screen name (biqmaque) and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize and we hope to speak with you soon.

Thank you,

Dianne D.

Social Media Moderator

Sears Social Media Support

Review
#399421 Review #399421 is a subjective opinion of poster.
Service
Sears Installation
Loss
$868
With Official Company Response

Sears in Santa Rosa, California - TERRIBLE HORRIBLE CUSTOMER SERVICES

LAST YEAR, I BOUGHT 4 TIRES FROM SEARS. THEY ARE SUPPOSED TO CHARGED HALF TO MY SEARS CARD AND HALF TO MY DEBIT CARD. WHOEVER PROCESSED THE ORDER IS A TOTAL DUMMY AND CHARGED BOTH CARDS WITH FULL AMOUNT NOT HALF. LAST WEEK I SPOKE WITH A LADY AND I ASKED IF I AM GOING TO RECEIVE A REPLACEMENT SINCE MY SEARS MASTERCARD WILL EXPIRE. THE LADY SAID YES SO I PAID OFF THE TOTAL BALANCE OF THE CARD. WEEK LATER THEY CLOSED MY ACCOUNT. *** LIARS. I COULD HAVE PAID OTHER CREDIT CARDS AND CONTINUE TO PAY SEARS CARD AT MINIMUM SO I CAN BUY A NEW DISHWASHER. TODAY I SPOKE TO DELANAY AND HE SIMPLY SAID OH THE ACCOUNT IS CLOSED BEC THE CREDIT SCORE IS BLAH BLAH BLAH,.....WHY WAS I PROMISED THAT I WLL RECEIVE ONE?????? SO I`LL PAY OFF THE BALANCE THEN CLOSED MY ACCOUNT. VERY TERRIBLE HORRIBLE PEOPLE......HEARTLESS.......WILL NEVER NEVER NEVER BUY ANYTHING FROM SEARS AND THEIR SISTER STORES..
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1 comment
SearsCares
Sears Response
#636316

Anonymous,

My name is Trent with Sears Cares Team. I am sorry to hear of your experience with your tire purchase and I am saddened to learn that learn that we haven’t met your expectations. Please be assured that we value your business. We would like the opportunity to discuss this matter with you. Please send the following information – contact #, screen name (Anonymous399184), phone # used at time of purchase to smadvisor@searshc.com so we can work with you to resolve your concerns is a timely manner. We appreciate your feedback and look forward to speaking with you.

Thank you,

Trent A.

Social Media Moderator

Sears Social Media Support

Review
#399184 Review #399184 is a subjective opinion of poster.
Loss
$500

NEVER ORDER FROM SEARS.COM

I ordered my daughter a bed from Sears.com. My receipt is from Sears, my order was through Sears, my credit card charge shows Sears. When I tried to return the SAWDUST in a box, I was told that it was sold by a third party and NOT SEARS. First I was told that I could return it within 15 days of delivery, and that someone would call me back and provide details to return. Then I was told that they couldn't get a hold of the vendor. Now, two weeks later, and 10 different phone calls, they're saying that it CAN NOT BE RETURNED!!! OMG!!!!!! SEARS SUCKS!!! NEVER ORDER FROM THEM AGAIN!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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1 comment
Anonymous
#634941

If you ordered it form sears.com there is a chance you did order it through a third party vendor on their marketplace-not sears. There policy says they can't return it but it should have came with a return label in order to send the package back to get a refund.

Review
#399023 Review #399023 is a subjective opinion of poster.
Loss
$286
Tags
  • Holds of Pern

Sears in Evansville, Indiana - Customer

On 3/23/13 I purchased $156.55 in clothing. The only receipt that I received was not itemized. It only gave me a total, a bar-code number and FC 3379-8941-5730-0939-0619 and date. I have no way of knowing how much I was charged for these items. I have not been angry about this until now! I would think that you would want people to use as few words as possible rather than insisting on one hundred words. What is the reason for this? The value of people's time doesn't count for anything, or so it seems. It would be easier to go back to the store for an answer. Thanks
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3 comments
Anonymous
#642277

It looks like you chose the ereceipt option. To see your full receipt just check your email (or at least the email that you provided them with in the Shop Your Way Rewards).

nikalseyn
#633686

I know KMart has their rewards card(free) and the machine asks you if you want a printed receipt or not. In either case, the actual receipt is emailed to you at the address you gave when you got the card. Not sure about Sears, but they are now a part of KMart.

Anonymous
#634935
@nikalseyn

That is what is printed out when you hit e-receipt.

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Review
#398609 Review #398609 is a subjective opinion of poster.

Sears in Wellington, Florida - Kenmore Stove

Kenmore smooth top electric stove. Oven liner has warped because of high heat used during self-clean cycle after only three years of light use. Many similar complaints to CPSC yet Sears refuses to acknowledge that there is a defect in their product. Sears does not stand behind their Kenmore appliances after the first year and does not show concern for their customers. Sears from years ago when they helped the consumer is gone. Better to buy a name appliance than Kenmore. Sears is horrendous in terms of customer service. With so many appliance stores available, why support Sears? Sears customer service policy is very foolish. Eventually it will catch up with them and they'll be out of business.
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Review
#398075 Review #398075 is a subjective opinion of poster.
Loss
$1500

Sears in Baldwinsville, New York - Bad Bad Bad Services

I purchased an bed and they said that they will deliver the bed within 10 days and I called Sears after 11 days and they told me they just shipp the bed and I have to wait another 10 days. I paid 90 dollars for shipping, so that's what I'm getting back for those money. I have only bad words for Sears services and I don't thing I'm going to buy anything from this store anymore. Plus I'm going to post on every website bad reputation for Sears. It's ridicoulos how they make you pay for shipping and they treath bad after they get the money out of you
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Review
#397669 Review #397669 is a subjective opinion of poster.
Loss
$90

Sears in Virginia Beach, Virginia - Service Repair lost product, then sent it back broken

Purchased Kenmore whole house humidifier from Sears.com and used it for 3 months before it stopped working. Took it to local Sears Service and Repair who sent it to the main repair store in Maryland. 3 weeks later, received call that humidifier was repaired and ready for pickup. Took box home, unwrapped it and discovered it contained a large microwave. Took said microwave back to service center, who in turn, ascertained that the Maryland repair store had put my humidifier in a box for a microwave repair belonging to a customer residing in PA, and the PA person's microwave in my humidifier box and sent to me in VA. Maryland repair store contacted me 3 days later and said that my humidifier was in the process of being shipped back to them in Maryland so they could send it back to the technician a second time around ( apparently, it was put in the microwave box before even being looked at) to look at it and make any necessary repairs. 6 weeks later from date of initial drop-off to service center, got call from local service center that humidifier was finally back in the right state/city and repaired (all under warranty). Happily picked up humidifier from repair shop and took it home and promptly filled it with water....only to find water *** from the rear bottom castor. Apparently, while traversing the East Coast, my humidifier was manhandled and the tray where the rear castor is located was cracked...rendering it useless. Called customer complaint hotline, who assured us a replacement tray will be sent out to us and we should receive it Monday...just in time for the warm spring VA weather when a humidifier is not needed.
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Review
#397496 Review #397496 is a subjective opinion of poster.
Loss
$142

Sears in Old Town, Maine - Kenmore Range almost causes house fire

I purchased a new Kenmore convection range...the top model they sold as we were building a new home and wanted a beautiful stove to go with it. Three weeks after the stove was delivered the convection oven stopped working. They sent a serviceman out to repair it. 2 months later...the same thing...this time the master control panel was replaced. About 8 months later, the triple burner stopped working and so another repair, then the glass top needed to be replaced. Next was the door as it warped when I was cleaning the oven, using the self clean feature. Last week I was baking something and about 10 minutes into baking the stove started beeping and beeping and had an F10 -ERR flashing across the keypad. We could not shut it off, so had to pull the breaker. The inside of my oven is now black, the racks are ruined. Now Sears wants to put another 600.00 + dollars into fixing this lemon. I do not trust it and am afraid that it will burn down my home. I want the stove replaced or I want my money back. This stove is 5 years old. The first year..the stove stayed at my local sears store as we were not ready to use it as my kitchen had many delays while we were building. So...it has 4 years of use and now is JUNK!!! SEARS...wake up! I have spent thousands upon thousands of dollars at your stores. If you do not resolve this, I will NEVER buy from you again and believe me...I will tell everyone I know and don't know about this. You are ruining your good name over a 1500.00 stove. FIX this issue. What if my home burned down...what if I had put a roast in the oven and gone outside to work on my yard and my house burned down? I would sue you...because you KNOW that this particular range is a lemon and refuse to replace it. I will not be quiet about this until the issue is resolved. Thank you. Kathleen BP
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Review
#397383 Review #397383 is a subjective opinion of poster.
Loss
$1500

Sears in Saint Louis, Missouri - Christmas canopener

I bought a canopener in the chesterfeild mall,had to order it on line at the store on Dec.13. On the 24 called because i never recieved my canopener. The lady i talked to said it was on order and would be shipped to my adress. On Jan.7 called again same thing it is orderd it would be shipped.On Jan 22 called again. this time i talked to a manager and he said on the 12 my money was suposed of been deposited back into my account. Wrong it never was.Now that this has went on so long the manager said i have to get all my bank statements from dec. till now . the teller at the bank said the money never went back in my account and not to give them all my account information. What sould i do?
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3 comments
Anonymous
#749407

I would just forget the cost of the can opener and buy it somewhere else. Do NOT send any bank information to any,of these jokers.

Never never never trust anything anyone from Seats tells you. Keep your information private at all times.

Anonymous
#631644

They did exactly the same thing to me....took my money and didn't ship the merchandise and wouldn't issue a refund. Their Customer Service is useless.

I filed a complaint with the Better Business Bureau and finally got my money back. You need to Google where their corporate headquarters is located and file a complaint with the BBB in that city.

Anonymous
#631616

We can't tell you what to, you have to figure that out for yourself.

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Review
#397352 Review #397352 is a subjective opinion of poster.
Service
Sears Manager
Loss
$52
SEARS - SO Rude
Sears – SO Rude I wrote a complaint to Sears and sent it to Chairman Edward S. Lampert and CEO Louis J. D'Ambrosio. I didn’t expect a personal reply but I thought that one of their 350,000 employees might have been tasked with providing a response. This is just the...
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2 comments
Anonymous
#661946

*** on, it seems this company really wants to keep me down from telling the straight truth, a few weeks after posting about what employees have to do to keep their minimum wage jobs, lying about the credit cards, hiding apr%, *** protection plans, and my favority when i worked at the tools *** delivery of items. this company doesnt want the consumers to know the truth.

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Review
#396981 Review #396981 is a subjective opinion of poster.